Opinion · Experience Journal

Ideas on experience, behavior & change.

Insights, frameworks and analysis from the Renascence team — on customer experience, behavioral economics, service design and the future of how brands serve people.

01 —Featured

This month's read.

Customer ExperienceSeptember 2024 · 10 min read

Customer Experience (CX) Design in Hospitality: Examples & Case Studies

Imagine stepping into a hotel where every interaction is seamless, personalized, and exceeds expectations—this is the power of exceptional Customer Experience (CX) Design in the hospitality industry. As travelers seek more than just a place to stay, delivering an outstanding customer experience becomes pivotal.

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02 —All Articles

Ideas on experience, behavior & change.

This month's read.

Customer Experience (CX) Design in Hospitality: Examples & Case Studies

The Journal.

Customer Experience (CX) vs. Customer Support: Understanding the Differences

Differential Emotions Theory: Specific Emotions with Distinct Physiological Responses

Customer Experience (CX) vs. Customer Success: Understanding the Differences

Desirability Bias: Overestimating the Likelihood of Desired Outcomes

Customer Experience (CX) vs. Customer Service: What’s the Difference?

Customer Experience (CX) is the MCQ: Aligning with Business Objectives

Self-Serving Bias: Customer Credit and Blame in Service Interactions

Moral Licensing: Justifying Bad Behavior by Pointing to Good Behavior

Customer Experience (CX) Design in Government Services: Examples & Case Studies

Customer Experience (CX) is the Future of Customer Engagement

Customer Experience (CX) Benefits: Why CX Should Be a Top Priority

Customer Experience (CX) vs. Customer Journey: Understanding the Connection

Customer Experience (CX) vs. Customer Journey: Tools and Techniques for Improvement

Rationalization Heuristic: Justifying Decisions Post Hoc

Customer Experience (CX) is Everyone’s Responsibility: Building a Customer-Centric Culture

Customer Experience (CX) vs. Customer Centricity: Which Drives Better Customer Loyalty?

Customer Experience (CX) vs. Customer Centricity: How to Align Strategies

Customer Experience (CX) in B2B: How It Differs from B2C (Checklist)

Customer Service Resume Without Experience: Examples and Templates

Customer Experience (CX) for Financial Services in 2026: 30 Trends and Strategies

How T Bank (Tinkoff) Elevates Customer Experience (CX) with Digital Innovation and Customer-Centric Solutions

Customer Experience (CX) is the New Competitive Advantage

Customer Experience (CX) is Important: Insights from Industry Leaders

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